Business Transformation Manager

Firstsource Solutions is a leading provider of customized Business Process Management (BPM) services. Firstsource specializes in helping customers stay ahead of the curve through transformational solutions to reimagine business processes and deliver increased efficiency, deeper insights, and superior outcomes. We are trusted brand custodians and long-term partners to 100+ leading brands with presence in the US, UK, Philippines, and India. Our ‘rightshore’ delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services & Insurance verticals. Our clientele includes Fortune 500 and FTSE 100 companies

Job location :Bangalore/Hyderabad/Gurugram

Position : Sr. Manager / Manager- Business Transformation

Division : BPO

Experience : 8-10+ years of relevant work experience in process transformation, implementing Intelligent automation, large-scale Quality projects.

Responsibilities:

We are currently seeking highly skilled and certified Lean Six Sigma Black Belt/PMP certified professional for an open position in our Banking Financial Services (BFS) division. If you have hands-on experience in Banking Back Office operations and the Contact Center domain, this could be a golden opportunity for you!

• Working with management to determine strategy for new initiatives or projects.
• Reviewing current processes and recommending changes based on industry best practices. Perform gap identification exercise in process mapping using AS-IS and TO-BE process maps
• Assessing and prioritizing improvement opportunities and impacts (risk, customer satisfaction, error reduction, system capabilities / constraints)
• Ability to perform data analysis and identify the key inference for driving the impacted metrices
• Map customer journeys and identify issues/ opportunities for process re-engineering and digital enhancement
• Engage with stakeholders to understand their requirements, conduct RCA to identify opportunities, deploy solutions and provide regular updates on progress.
• Ability to identify the digital intervention for improving the efficiency and effectiveness of processes
• Developing an implementation plan for each project, including identifying stakeholders, creating timelines, and developing budgets.
• Implementing projects to improve processes within the organization, such as Lean Six Sigma initiatives or process mapping exercises.
• Managing the execution of transformation initiatives, including tracking progress and ensuring that milestones are met.
• Communicating with stakeholders about transformation initiatives and their impact on the business.
• Monitor & audit the deployed processes for effectiveness & efficiency
• Responsible for generating business impact for the clients using the CI methodologies and frameworks
• Responsible for identifying the Gen AI opportunities -Capabilities, applicability and business case
• Understanding of scenario to implement the AI, ML tools

Key Performance Indicators

• Value delivered through projects in different client businesses across Operations, Digital and Technology.
• Automation identification and deployment with support from Digital and technology teams.
• Project Management and Process Improvement
• Facilitating change including facilitated Idea generation and idea management.
• Working collaboratively with Digital, Tech, Cx and automation teams to deliver the key objectives

Qualification & Experience requirements

• Bachelor’s degree in a related field, such as business administration, management or engineering.
• Experience in business transformation and change management in previous organisation is desired.
• Good/Strong understanding of Generative AI, predictive ML, and data analytics.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team in Hybrid setup

Disclaimer:

Contact details

Padmapriya Shekar

Email-padmapriya.shekar1@firstsource.com